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Making a Complaint

Grievance Management Procedures

Informal Grievance Management

  • CIMNZ anticipates that most grievances can be resolved through prompt, informal discussion.
  • Students are encouraged to resolve issues informally with the relevant parties whenever possible.
  • An informal grievance can be raised by contacting the Student Support Manager.
Formal Grievance Management – Internal
  • All formal grievances or complaints must be submitted to the Student Support Manager by completing the Student Grievance Form.
  • This should be done promptly, preferably within ten (10) working days of the incident or the failed informal resolution attempt.
  • The Student Support Manager will inform the student in writing that the grievance has been received and advise on the next steps and estimated resolution time.
  • The student must be assured of a genuine intention to resolve the grievance in an unbiased and timely way.
  • If the issue involves other parties, the Student Support Manager, in liaison with the Programme Leader, must communicate the grievance to the Academic Director/Dean.
  • The Academic Director/Dean will then communicate the matter to the relevant parties in a timely manner.
  • The Student Support Manager will provide progress updates to the student.
  • Evidence for the outcome must be provided to the student where applicable.
Internal Appeal Process
  • If a student is not satisfied with the outcome, they can appeal in writing to the Academic Director/Dean.
  • The appeal must be submitted with all relevant details and evidence within ten (10) working days of receiving the initial grievance response.
  • The Academic Director/Dean will consult with the complainant and other relevant parties within ten (10) working days of receiving the appeal.
  • Consultations should be face-to-face where possible.
  • The complainant or respondent can bring a support person to these interviews.
  • Students can bring a support person of their choice, including whānau or an advocate.
  • The support person cannot be a legal professional unless the case is escalated to a formal legal process.
  • Following the consultation, the Academic Director/Dean will provide a written report to the complainant within ten (10) working days, advising of the steps taken and the reason for the decision.
  • The report will also advise the complainant of their right to access the external appeal process if they are still not satisfied.

Formal Grievance Management – External

If a student is not satisfied with the outcome of the internal processes, they may contact the following independent bodies:

1. Office of the Ombudsman
  • Investigates complaints about the administrative conduct of public education providers.
  • This service is free.
  • Hours: 8:30 to 17:00, Monday to Friday
  • Phone: 0800 802 602
  • Website: www.ombudsman.parliament.nz
2. New Zealand Qualifications Authority (NZQA)
3. Study Complaints | Ngā Amuamu Tauira

Student Grievance Form

Fill out this Form